[rt-users] How unprivileged users could see all tickets in their queue?

[Felix Defrance]

Hi,

In your example you said :
"I've got 2 unprivileged users with a single queue, each being the owner
of multiple tickets in that queue."

But in my case, the users is a customer, and they never owner of the
tickets.

So, the users see only the tickets they are requestor.

I would like to provide to a set of user, the ablillity to see all
ticket requestor in the queue..

Felix.

Le 05/01/2017 à 16:00, Martin Wheldon a écrit :
> Hi,
>
> No need to add the custom role to the tickets, just to the queue.
>
> Best Regards
>
> Martin
>
> On 2017-01-05 14:26, Felix Defrance wrote:
>> Le 05/01/2017 à 12:22, Alex Hall a écrit :
>>> Martin's suggestion makes sense, but I thought Felix was trying to
>>> restrict user search, not ticket search? That is, he doesn't want
>>> users to be able to search (and thus view the names of) all users?
>>> It's quite early here, so my brain may still be muttled and I could
>>> be wrong.
>> Alex, after I see it was possible to display any tickets via the search
>> module, I want to restrict this too.
>>
>>>
>>> Sent from my iPhone
>>>
>>>> On Jan 5, 2017, at 06:08, Martin Wheldon
>>>> <martin.wheldon at greenhills-it.co.uk> wrote:
>>>>
>>>> Hi Félix,
>>>>
>>>> I've just tried to configure this on a RT 4.4.1 install using a
>>>> custom role and it seems to work fine.
>>>> Here is the process I carried out.
>>>>
>>>> I've got 2 unprivileged users with a single queue, each being the
>>>> owner of multiple tickets in that queue.
>>>> I created a new custom role, then assigned it to the queue. Next I
>>>> added the users to the custom role. (Done on the queue, watchers tab)
>>>> The I added the SeeQueue and ShowTickets permissions to the custom
>>>> role on the queue.
>>>>
>>>> Now when I login as either of the users I see all the tickets in
>>>> that queue owner by those users.
>> In this case, unprivileged users via (SelfService of course), just see
>> their own tickets. For me, I have just 2 menus: "Tickets" and "Logged in
>> foobar".
>>
>> In Tickets, I just see "Open tickets" and "Closed Tickets". In both
>> pages, I just see tickets that users declarated as requestor.
>>
>> The custom role not provide an access to see all ticket in the queue (as
>> elacour told to us).
>>
>> Now I understand the goal of the roles, maybe it's possible to
>> automaticaly add custom role as a watcher to the right queue on all
>> existing tickets and  the futur new ticket.
>>
>> Do you think it's possible ?
>>
>> Thx
>>
>>>>
>>>> Hope that helps
>>>>
>>>> Best Regards
>>>>
>>>> Martin
>>>>
>>>>> On 2017-01-04 08:45, Emmanuel Lacour wrote:
>>>>>> Le 03/01/2017 à 18:27, Felix Defrance a écrit :
>>>>>> Hi all,
>>>>>> I don't find how I could add ShowTickets or QueueList in
>>>>>> SelfService.
>>>>>> I want to allow my unprivileged users, grouped by company name, to
>>>>>> see all tickets in their queue.
>>>>>> The group rights on the queue is correctly defined and users could
>>>>>> access to the tickets by entring the ticket number in the "goto
>>>>>> Ticket" field (top right in SelfService).
>>>>>> I have tried to play with CustomRole but it's not working for me. So
>>>>>> anybody known how I can do it?
>>>>> SelfService filters ticket list to tickets the user is watcher on
>>>>> (requestor or Cc). This is hard coded in
>>>>> share/html/SelfService/Elements/MyRequests:
>>>>> my $id = $session{'CurrentUser'}->id;
>>>>> my $Query = "( Watcher.id = $id )";
>>>>> if ($status) {
>>>>>    $status =~ s/(['\\])/\\$1/g;
>>>>>    $Query .= " AND Status = '$status'";
>>>>> }
>>>>> so if you wan't to relax this to all tickets users have ShowTicket
>>>>> rights, you have to modify this query ;)
>>>>> But I strongly discourage (unless really needed) to setup an RT
>>>>> instance with one queue per customer, best to think queues per
>>>>> internal support team and play with customroles/groups or
>>>>> customfields
>>>>> to set the customer.

-- 
Félix Defrance
PGP: 0x0F04DC57

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